INTERNET

Checking network status (ADSL)

If you're having connection issues check the Network Status to see if your service is experiencing planned maintenance or a network outages in your area.

If you cannot see any reported outage, try our troubleshooting steps below:

I Can’t Connect to The Internet (ADSL)

My ADSL connection is dropping out

My ADSL internet connection is slow

View usage logs

If you would like to check your Dodo ADSL usage, you can log in to my.dodo, once logged in, click the "view usage" tab*.

*When viewing your usage online, please be advised that there may be delay of up to 2 hours before any recorded usage is available to view.

View usage logs

If you would like to check your Dodo nbn™ usage, you can log in to my.dodo. Once logged in, click the "view usage" tab*.

*When viewing your usage online, please be advised that there may be delay of up to 2 hours before any recorded usage is available to view.

View usage logs

If you would like to check your Dodo Mobile Wireless Broadband usage, you can log in to my.dodo. Once logged in, click the "view usage summary" button*.

*When viewing your usage online, please be advised that there may be delay of up to 2 hours before any recorded usage is available to view.

Active phone line

ADSL Broadband service requires an active, full service home phone line, while nbn™ services can be provisioned provided that your location is nbn™-ready.

Please click here to see ADSL and nbn™ availability and pricing.

Excess data charges

Once you exceed your monthly data allowance, you will be charged for any additional data you use.

The excess data charges vary, depending on what plan you are on.

To avoid excess charges, please ensure that you monitor your usage.

Checking network coverage (Mobile Wireless Broadband)

If you're having connection issues, check the Mobile network maps, to check the signal quality in your area.

If you are in an area with good signal quality and are still experiencing connection difficulties, try our troubleshooting steps below:

Slow Mobile Wireless Broadband speeds

Trouble connecting Mobile Wireless Broadband

Checking network status (nbn™)

If you're having connection issues check the Network Status to see if your service is experiencing planned maintenance or a network outage in your area.

If you cannot see any reported outages, try our troubleshooting steps below:

I can’t connect to the Internet (nbn™)

My nbn™ service is dropping out

My nbn™ service is slow

What sort of things can affect performance?

Is it slow Wi-Fi?

A number of things can affect speeds when connected via Wi-Fi, these include:

• Distance from the modem
• Too many devices connected at the same time
• Your surroundings
  • Brick or concrete walls
  • Iron girders
• Overlapping signals in high density dwellings, such as apartments, flats and units
• Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

Possible fixes:

• Try and place your modem in a central location
• Keep your modem away from other electrical devices
• Consider a Wi-Fi extender
• Change your Wi-Fi channel

Is it too many devices?

Having a lot of devices connected to your home network can affect its performance, especially when streaming video at the same time, or performing other data intensive tasks, these devices include: 

• Tablets
• Mobile phones
• Gaming consoles
• Smart TV's
• Set-top boxes

Possible fixes:

• Ensure that devices are disconnected when not in use
• Ensure that your devices are up to date, older devices can run slowly even on a fast connection

What's running in the background?

A background application is often run automatically, they can use up a lot of your speed, without you knowing it.

Some background applications include: 

• Computer, Tablet or Phone updates
• Cloud storage services
• Automatic gaming updates
• Other data intensive programs that may be in use, such as file sharing

Possible fixes:

• Set a bandwidth limit for updates or file sharing
• Schedule updates later or earlier in the day

Is my Wi-Fi secure?

Did you know that modems can send Wi-Fi signals up to 30 meters away?

If you are unsure:

• Keep you Wi-Fi password secure and change it regularly
• Hide your SSID

If you are still experiencing speed issues, please use one of the troubleshooting guides below:

nbn™

ADSL

Mobile Wireless Broadband plans

Dodo currently offer Mobile Wireless Broadband SIM only starter packs, the monthly data allowance depends on what type of contract you select.

Please click here for more information. 

nbn™ technologies

The nbn™ rollout uses a number of different technologies, these are the main technologies currently in use: 

The type of connection you receive depends on the type of connection available at your address.

How to activate your Mobile Wireless Broadband

Click here to visit our online activation page.

If you are unable to use the online activation page, you can call our dedicated activation line on 1300 308 532.

Please ensure that you retain the activation information found in the packaging.

Do I need a Dodo home phone?

You do not need to have your Home Phone services with Dodo to have Dodo Broadband, you only need an active full service phone line.

Basic Troubleshooting Guide

Before you start:

• Power cycle your hardware, this can fix basic connection issues.
• Check your Account Balance. If it is overdue, your service may be restricted.
• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check all devices

1. Make sure your Dodo ADSL service is already activated, you will receive an SMS notification once your service has been activated.
2. Make sure all cables are connected as shown here in the setup guides.

New to Dodo, or moved your service to a new address.

• It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

These lights on your modem should be all on

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Step 3: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders
• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Get further help

If you are still experiencing connection issues, please click here to create an online support request.

Basic Troubleshooting Guide

Before you start:

• Power cycle your hardware, this can fix basic connection issues.
• Check your Account Balance. If it is overdue, your service may be restricted.
• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check all devices

1. Make sure your nbn™ service is already activated, you will receive an SMS notification once your service has been activated.
2. Make sure all cables are connected as shown here in the setup guides.

New to Dodo, or moved your service to a new address.

• It could be that your service has not been activated yet, please check that you've have received our SMS notification advising you of your connection date, after which you will receive an SMS letting you know that the service is active and ready for use, this is sent once all installation work has been completed.

These lights on your modem should be all on

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Step 3: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders
• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Get further help

If you are still experiencing connection issues, please click here to create an online support request.

Getting updates

Dodo will send you updates on your order via text message, but you can also check the status using our online self help tools.

If you have recently signed up for a dodo service, or moved your existing service to a new address, click here to see how the order is progressing.

What sort of things can cause drop-outs?

Is it your Wi-Fi?

A poor quality signal can cause a device to disconnect and search for a stronger signal, some causes can include:

• Distance from the modem
• Your surroundings
  • Brick or concrete walls
  • Iron girders
• Overlapping signals in high density dwellings, such as apartments, flats and units
• Interference from other electrical devices such as:
  • Microwave ovens
  • Cordless phones
  • Security cameras
  • Baby monitors
  • Bluetooth devices

Possible fixes:

• Try and place your modem in a central location
• Place your modem in the open and high up
• Keep your modem away from other electrical devices
• Consider a Wi-Fi extender
• Change your Wi-Fi channel

Is it your modem?

Your modem needs an uninterrupted connection to the network.

When it keeps disconnecting, this is what we call a drop-out.

What would disconnect my modem from the network?

• Bad internal wiring
• A faulty modem
• An equipment fault
• A network fault

Possible fixes:

• Isolation testing can help you to identify and isolate any faulty equipment, which can restore your connection
• Keep your devices up to date with regular firmware updates
• Check your cables for wear and tear

If you are still experiencing connection issues, please use one of the troubleshooting guides below: 

nbn™

ADSL

Delivery tracking

If you are having hardware delivered you can track it using the TOLL website, simply enter the hardware tracking number sent to you via SMS.

Getting updates

Dodo will send you updates on your order via text message, but you can also check the status using our online self help tools.

If you have recently signed up for a dodo service, or moved your existing service to a new address, click here to see how the order is progressing.

Optimising your Wi-Fi

Set-up

Your Wi-Fi modem should be placed in a central location, clear of obstructions and away from other electrical devices that may cause interference.

A number of things can affect your Wi-Fi connection, including;

• Distance from the modem
• Too many devices connected at the same time
• Your surroundings
  • Brick or concrete walls
  • Iron girders
• Overlapping signals in high density dwellings, such as apartments, flats and units
• Interference from other electrical devices such as microwaves, cordless phones, security cameras, baby monitors, and Bluetooth can also interfere with Wi-Fi signals.

If you suffer from low quality signals and are unable to change the modem position, you can try using a Wi-Fi extender to boost the range of your modem’s wifi signal or change the Wi-Fi channel on your modem.

Securing your Wi-Fi

To keep your Wi-Fi safe and secure, its best practice to use a password:

• Use a mix of lower and uppercase letters plus numbers and punctuation and change it regularly

For extra security, refer to your modem instructions to hide your SSID.

Is it too many devices?

The number of connected devices to your home Wi-Fi can affect its performance, especially when those devices are streaming videos or connected to online games.

If you are experiencing performance issues, try disconnecting devices when not in use to see if it improves.

Also make sure that your device software is up to date, older versions can cause devices to run slowly even on a fast connection.

Basic Troubleshooting Guide

Before you start:

• There are a number things that can cause drop-outs, click here to find out more.
• Power cycle your hardware, this can fix basic connection issues.
• Check your Account Balance. If it is overdue, your service may be restricted.
• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders
• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Get further help

If you are still experiencing connection issues, please click here to create an online support request.

Basic Troubleshooting Guide

Before you start:

• There are a number things that can cause drop-outs, click here to find out more.
• Power cycle your hardware, this can fix basic connection issues.
• Check your Account Balance. If it is overdue, your service may be restricted.
• Check the Network Status to see if there are any outages or known issues with our network in your area.

Step 1: Check Your Wi-Fi Network

1. Check your Wi-Fi light: If it’s off, turn your modem’s Wi-Fi button on. Make sure your computer / device also has Wi-Fi turned on.
2. Reset the connection: Turn your modem and devices off and leave them off for 60 seconds. Turn both devices back on and allow a few minutes for them to reconnect.
3. Move all Wi-Fi devices closer to the modem for maximum access*.

*Certain items can cause Wi-Fi interference and lessen speed and connectivity:

• Brick Walls or Iron girders
• Electrical devices like microwave ovens, cordless phones, security cameras, baby monitors, and Bluetooth can interfere with Wi-Fi signals
• High density living areas like apartments, flats, and units with active Wi-Fi can affect your own connection
• Position the modem away from electronic devices. Keep it at the centre to balance the Wi-Fi signal across your home network

Step 2: Perform an Isolation Test

1. Disconnect all devices except the modem and nbn™ connection box (if you have one) from all phone sockets; this includes phones, alarms, fax machines, and other devices

For more details please see the isolation test guide here.

Get further help

If you are still experiencing connection issues, please click here to create an online support request.

Can't connect to Mobile Wireless?

Before you start:

• Power cycle your hardware (turn off any mobile devices, modems etc, for 30 seconds and turn them back on again), this can fix basic connection issues.
• Check your Account Balance. If it is overdue, your service may be restricted.
• View the Network Coverage Map to check network availability in your area.

If you are using your SIM in a tablet or mobile device:

• Check the signal strength* indicator on your device.
• Check that your dodo Mobile Wireless SIM card is correctly inserted into your device.
• If available, try your dodo Mobile Wireless SIM in a different device to check if your device is causing the issue.

If you are using your SIM in a modem:

• If available, check the signal strength* indicator on your modem.
• Check that your dodo Mobile Wireless SIM card is correctly inserted in your modem.
• If connected via Wi-Fi, move your device closer to the modem.
• Make sure you modem is placed away from items that can cause interference, such as:
  • Obstacles - Brick walls, fish tanks & metal fencing (for example) can reduce or block WiFi signals
  • Device interference - Microwave ovens, wireless doorbells, cordless phones and some Bluetooth devices can interfere with WiFi frequencies (typically 2.4 GHz / 5 GHz). Avoid this by trying an alternate frequency. eg. switch your modem to transmit on 5 GHz or vice versa.
  • Other WiFi interference - WiFi networks can interfere with each other. To separate yours from your neighbour's (for example) try using a different WiFi channel.

Compatible devices

Your Dodo Mobile Wireless Broadband SIM is compatible with most 4G enabled devices, such as Laptops, tablets and any device that accepts a SIM.

Delivery tracking

If you are having hardware delivered you can track it using the TOLL website, simply enter the hardware tracking number sent to you via SMS.